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Our Service Guarantee

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Our aim is to make the whole process of getting a mortgage as smooth and straightforward as possible. Many of our customers tell us that they are delighted with the service we offer (read what NexMoney's customers say) – or take a look at how we do it below:


If you're applying for a mortgage, finding the right deal is only the first step. It can take a while for your mortgage to reach completion. That's where having your own dedicated consultant comes in: They will liaise with your lender, solicitor and surveyor and manage the process right through to getting a satisfactory offer. They'll chase up references, instruct your survey and be the central point of contact for your mortgage application, keeping you updated every step of the way.

What you can expect

Below you'll find answers to some typical questions that show you the high standard of service you can expect from us.

How long does a mortgage take to reach completion?

Your mortgage process should go through three stages: Mortgage offer; from mortgage offer to exchange of contract; exchange of contract to completion.

(To find out more about what happens in these stages, see our Guides section.) The length of time each stage takes depends on a number of factors: The chain, how quickly you can organise your paperwork, the speed of solicitors and valuers involved. If you transact through Nexmoney, we will take time to understand the timescales you would like to meet and will tell you if they are realistic. We will then liaise with all the professionals involved to try to help you meet your deadlines – and keep you informed throughout.

How often will our team contact you?

Your consultant will do all they can to keep you fully informed by committing to the following:

  • Contacting you in the way you find most convenient - by phone or email

  • Contacting you regularly to update you on progress

  • Giving you an estimated date for the next activity every time they contact you

  • Answering any of your questions between 9.00am and 7.30pm Monday to Friday (or promising to get back to you within 24 hours if they aren't available when you call)

What if anything goes wrong?

Of course, with so many people involved, problems can occur from time to time during a mortgage application. Having helped people arrange mortgages for many years, we know what to expect - and how to prevent many problems occurring.

If something does crop up, rest assured we'll address it as quickly as possible. And of course, we'll always keep you fully informed.

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